ministry of personnel, p.g. and pensions …1 final ministry of personnel, p.g. and pensions...

1

Final

Ministry of Personnel, P.G. and Pensions

Department of Pensions and Pensioners Welfare

Strategic Plan for 2010-15

Background

The issue of efficient delivery of pension services has been the focus of public policy in

India for many years. This was mainstreamed through the report of the Project Oasis in the year 2000. This report brought to the forefront the complex issues relating to increasing longevity, reducing /absence of reducing social safety nets and the need for improved pension systems focusing on improved service delivery.As per the data of Census 2001, 64% of pensioners are 65 and above .Though the focus of this report was not the existing system of pension for government servants, many of the issues covered therein are relevant even in the context of the existing pension scheme of the Government of India.

For instance the Oasis report talked about the increasing dependency ratio. As on 31st March 1998, with 5.2 million central government employees and 3.54 million pensioners the dependency ratio was 66%. For the defence segment alone this was much higher at 110%. Similarly a simulation exercise got carried out by the Oasis report, estimated that the expenditure of the Central Government on account of pension payment would increase from Rs3569 crore in 1995 to Rs 27183 crore in 2015. This “conservative” estimate is already hugely off-mark as expenses have already reached over Rs 50000 crore. .

Many pensioners reside with their children and their pension is critical for sustaining their basic needs, including nutritional and medical expenses, with dignity. The quantum and regularity directly impacts their mental well-being and therefore their health. Others, who stay alone, have a greater exposure to inclement conditions and are even more dependent on this steady income to nourish their body and spirit. Given the huge amount and the large number of people involved, it is imperative that a people-friendly, efficient and easy to administer pension system for the retiring and retired civil servants matching the aspirations of a modern civil society is implemented at the earliest

The Department of Pensions and Pensioners Welfare has initiated efforts to bring hassle free retirement benefits to the pensioners. The Government of India extends measures to improve the condition of pensioners from time to time. For instance, the decision on the recommendations of the Sixth Pay Commission to award an additional quantum to pensioners aged 80 or above is recognition of the increase in medical and other expenses with age. Full delivery of the programme on pensions needs to be assured for the beneficiaries to avail of the enhanced measures.

These on-going activities and the new initiatives proposed to be undertaken by the Department through efficient implementation, is likely to make improvements in the life of a pensioner. The core of this Strategic Plan is based on this premise.

2

I VISION:

To ensure a life of security, dignity and respect for Central Government

pensioners

II MISSION:

Flowing from the Vision, the Mission would be:

Formulation of pension policy, timely and smooth payment of pension and other

retirement benefits. Constant review of rules/regulations and procedures; and

facilitating prompt redressal of the grievances, thereby promoting the welfare of

pensioners.

III MANDATE AS PER ALLOCATION OF BUSINESS RULES:

1) Formulation of Policy and Co-ordination of matters relating to retirement

benefits to Central employees (Civil, Defence and Railway Pensioners)

2) Administration of:

a) –The Central Civil Services (Pension) Rules, 1972; the Central Civil

Services ( Commutation of Pension) Rules; the Central Civil Services (

Extraordinary Pension) Rules.1939; the All India Services ( Death-cum-

Retirement Benefits) Rules, 1958 and

b) Any other scheme relating to Central Government pensioners,

entrusted to the Deptt.

3) Pension structure and relief to pensioners

4) New facilities or fringe benefits to the Central Government

pensioners

5) Matter relating to amendment to, or relaxations of, Pension rules or any

other rule concerning retirement benefits

6) Policy and co-ordination relating to welfare of Central Government

Pensioners.

Note: The action in respect of 3 above shall be subject to the concurrence

of Ministry of Finance. Action in respect of other matters involving

recurring financial implications by way of relaxation or liberalization of

any rule shall be subject, to guidelines, as agreed to between the

Department of Pension and Pensioners’ Welfare and the Ministry of

Finance, Department of Expenditure.”

3

STAKEHOLDERS

Pensioners

User Ministries/Departments including Controller General of Accounts, Central

Pension Accounting Office & Controller General of Defence Accounts,

Railways

Pensioners’ Associations.

Banks/Treasuries/Post Offices.

Serving employees

Extensive stakeholder consultation was undertaken by the Department with a view to

ascertain the assessment of the situation of the Department. All the stakeholders were

contacted by way of meetings, e-mail, discussions, individual consultations, etc. All the

information available in this regard was documented and made available for policy

formulation. In addition pro-active consultation/interaction with the user

Ministries/Departments was undertaken to ensure that policies are successfully implemented.

IV KEY OBJECTIVES AND REQUISITE ACTION TO BE TAKEN:

The basic strategy of the Department has been to focus on:

(A) Quick and efficient service to pensioners/family pensioners/employees on

retirement benefits.

(B) Simplification of rules by suitable amendments/issue of instructions,

wherever necessary and continuous interaction with

Ministries/Departments for effective implementation of rules.

(C) Improving institutional memory; create awareness amongst the pensioners

regarding their rights/entitlements and interactions with Pensioners’

Associations.

(D) Redressal of Pensioners’ grievances

(E) Advertising and Publicity

(A) Quick and efficient service to pensioners/family pensioners/employees on


(i) Strengthening interaction with the stakeholders; proactive

consultation/interaction with the user Ministries/Departments to ensure

that policies are successfully implemented.

Activities/Action Plan

(a) Updating of pensioner’s portal at regular intervals i.e. once in a month.

(b) Uploading of all instructions and circulars on the website on regular basis

4

(c) Department of Pension & Pensioners’ Welfare to convene two meetings in a

year of Ministries/Departments to update them with the procedure for settlement

of retirement benefits and to provide clarifications.

(d) Stakeholder consultations (correspondences, meetings etc), to take care of large

scale changes in pension policies/issues either due to implementation of a Pay

Commission’s recommendations or otherwise. Ministries/Departments/Central

Pension Accounting Office and Banks to be involved both for enhancing their

awareness and for seeking their suggestions in giving effect to the same.

(e) Standing Committee of Voluntary Agencies (SCOVA) and Joint Committee

Meeting (JCM) – it has been decided to meet frequently as per the timelines

specified in the implementation plan.

(f) Interaction with banks would be undertaken as per the requirements from time to

time.

(ii) Maintaining records in a manner to facilitate quick retrieval of records,

precedents, etc. Bringing in improvements in maintenance and retrieval of

records.


a. Regular recording, reviewing and weeding out of files – Special drive twice

in a year

b. Classification and retention of files as per the manual of office procedure.

c. Maintaining and storing of files in proper order in the storage space –

compactors.

d. Preservation and easy retrieval of important policy files through

digitalization

e. Indexing of files to facilitate easy and quick retrieval.

f. Implementation of the concept of e-office would be undertaken.

(iii) Strengthen the desks appropriately to ensure continuity.


a) Efforts to provide secretarial help to the desks to provide relief to USs to

enable them to concentrate on core functions.

b) Secretarial help in the form of Section Officers/Assistants to provide a link

between out-going and in-coming Under Secretaries in the eventuality of

transfer/ retirement.

c) If secretarial help not possible from within the available resources efforts

will be made to requisition more such staff.

5

(iv) Capacity building of officers posted in Department of Pension and

Pensioners Welfare and the officials of Ministries/Departments handling

pension and related matters.


a) Officials posted in the Department of Pension & Pensioners’ Welfare to be

sent on training to training institutes to familiarize and update them with the

rules on retirement benefits including exposure to other pension regimes.

b) Institute of Secretarial Training and Management ISTM to be asked to

organize at least four training programmes on pensionary rules for the benefit

of Ministries/Departments/Central Autonomous Bodies.

c) Officers of the Department of Pensioners’ Welfare to be deputed to ISTM for

delivering lectures/talks on retirement benefits.

(B) Simplification of Rules by suitable amendment/issue of instructions, wherever

necessary and continual interaction with Ministries/Department for effective

implementation of rules.

(i) Further simplification of pension and other retirement related benefit rules

and procedures.


a. Identification of provisions in CCS (Pension) Rules, 1972, CPF Rules, GPF

Rules, CCS (Commutation of Pension) Rules, CCS (Extraordinary) Pension

Rules which create confusion in interpretation; amendment of such rules by

issue of necessary notifications/instructions.

b. Identification of OMs/instructions issued which have the effect of amendment

of rules but rules not amended; issue of notifications thereof.

c. Amendment of such rules by issue of necessary Notifications or issue of

necessary clarifications for the purpose, if considered necessary.

(ii) Ministries/Departments to examine the pension related matters themselves

as per the provisions of CCS (Pension) Rules, 1972 and refer only such

cases to the D/P&PW where there is doubt on interpretations or relaxation

is involved.


a) Ministries/Departments to be asked once in a year to apprise them to adhere to

the instructions that they have to interpret and implement the rules themselves

and refer to the DP&PW only those issues where they have doubt in

interpretation; or relaxation of rules is required.

b) Any reference to Department of Pension & Pensioners’ Welfare should be only

with the approval of an officer not below the level of Joint Secretary.

6

(iv) Instructions to Ministries etc. to adhere to the pension road map as in

Pensioners’ Portal.


a) Ministries/Departments to be asked to adhere to pension roadmap on regular

basis i.e. at least once in a year.

b) Cases of non-compliance of the road map which come to the notice of the

D/P&PW to be brought to the notice of Secretary of concerned

Ministries/Departments for corrective action and to fix responsibility.

(C) Improving institutional memory; create awareness amongst the pensioners

regarding their rights/entitlements and interactions with Pensioners Associations.

(i) Constant updating of information on DOP&PW’s website.


a) Updating of website on monthly basis.

b) Uploading of OMs as well as general instructions on the website simultaneously

with the issue.

(ii) Updating “pensioners portal”


a) Updating of Portal on monthly basis.

(iii) Brochure on “Retirement benefits to Central Government Pensioners” to

be brought out at regular intervals.


a) Brochure – a summary of various retirement benefits and also the process – to

be published at regular intervals. The same to be circulated to all

Ministries/Departments/Pensioners Associations etc.

b) Brochure to be published as far as possible once in a year after carrying out

necessary changes in the contents. If such necessity has not been felt in a year,

as there are many changes, the Brochure should be published in the following

year.

(iv) Compendium of instructions on retirement benefits to be circulated to

Ministries to keep them abreast with the latest circulars.


7

a) Compendium will be regular feature.

b) It would be published once in a year and will contain instructions, OMs,

notifications issued in the previous calendar year.

(v) Meeting of Staff Side of JCM (National Council) on pension related

matters.


a) Two meetings of the Forum to be conducted in a year.

b) Identification of issues to be discussed in the meeting of Staff Side of JCM on

pensionary matters.

c) Each meeting to be preceded by circulation of Action Taken Notes of the

decisions taken in the previous meeting.

(vi) Meeting of SCOVA for feedback and to ascertain Pensioners problems.


a) Meeting of SCOVA will be convened once in a year as per the convenience of

MOS (PP).

b) Regular monitoring of decisions of previous meeting of SCOVA; preparations

of ATN of decision of previous meeting and circulation to members; seeking

agenda points from all quarters and finalization of agenda items and circulation

thereof to members well in advance of such meeting.

(D) Redressal of Pensioners grievances

(i) Regular monitoring of pending grievances of the Pensioners’ through a

system of periodical review of Grievances with the Ministries and Banks.


Timeline for response

a) Acknowledgement -

(i) Electronic- Instant (on registration)

(ii) Manual –within 5 days

b) Forwarding to concerned Ministries/ Departments within 5 days from the

date of receipt under intimation to petitioner

c) Final Resolution – (i) 30 days in case no inter-ministerial consultation

is required.

(ii) More than 30 days in case inter-ministerial

consultations are required

Adherence and follow-up action on Sevottam Compliant to implement, monitor

and review Citizen’s charter

8

Adherence and follow-up action on Sevottam Compliant system to redress and

monitor public Grievances

(ii) Leveraging enhanced technology (IT) inputs in grievance redressal mechanism.


a) The Integrated software subsuming the differences in Databases for the

CPENGRAMS(Grievance Software of Deptt. of AR & PG) and

CPENGRAMS (Grievance software of Deptt. of Pension and Pensioners

Welfare) in one such step

(iii) Organization of workshops/trainings for user Ministries/ Departments

keeping them aware of the features of the Software


a) Two workshops/training programmes to be conducted in a year involving all

the stakeholders

(iv) Introducing a system of online feedback


a) Framing of feedback form

b) Discussions with stakeholders to get the views on the feedback form

c) Uploading the feedback form in consultation with NIC

(v) Active involvement of Pensioners’ Associations getting grant-in-aid from

the Department


a) Pensioners Associations to pursue vigorously pensioners’ grievances with local

authorities.

b) Consider extension of the scheme of Grant-in-aid to pensioners association in

States hitherto not covered, as well as other activities being undertaken under

the plan scheme of pensioners’ portal.

(vi) Providing status online of the PPOs


a) Ministry of Railways and Defence to be asked to provide status of the PPOs

online, which would be included as a link in DoP&PW portal leading to

updated information with the pensioners.

b) Updating of PPOs on regular basis

9

(E) Advertising and Publicity – advertisement to highlight about the activities

undertaken under “pensioners’ portal” to be taken out so that pensioners are aware of

the same.

Implementation Plan for Strategic Plan for five years

S.

No

Basic Strategy of

Department

Time lines Resource for chosen

strategy (identify

manpower, finances and

technology/infrastructure)

Tracking and

measurement

mechanism (critical

review of success

indicators)

A.

Quick and efficient

service to

pensioners/family

pensioners/employees on


On-going

activity

Officers and staff of the

Deptt. with all the

technological help

available to them

Performance appraisal

system

(i) Strengthening interaction with the stakeholders; proactive consultation /interaction with the user Ministries/Departments to ensure that policies are successfully implemented.

Secretary level

meetings at

appropriate

intervals

- Do - Issue of amendment

notification

% of references

disposed off from

Departments on

relaxation of rules

Meeting/addressing the

Secretaries of

administrative

Ministries/Departments.


(a) Updating of Pensioners’ Portal

Once in a

month

In-house

(b) Uploading of all instructions and circulars on the website

As and when

issued

In-house Uploading whether with

delay & reaching to

what extent & feedback

(c) Department of Pension and Pensioners Welfare to convene meetings in a year of Ministries/Departments

Two meetings

in a year.

In-house Frequency of meeting +

outcome of the meeting.

10

S.

No

Basic Strategy of

Department


strategy (identify



Tracking and

measurement

mechanism (critical

review of success

indicators)

to update them with the procedure for settlement of retirement benefits and also clear their doubts, if any.

(d) Whenever large scale changes occur in pensioners matters either due to implementation of Pay Commission recommendations or otherwise, the Ministries/ Deptts. /CPAO and the Banks to be involved both for their awareness and seeking their suggestions in giving effect to the same

As and when

the occasion

arises.

In-house and other

stakeholder organization.

How well the changes

have been understood

(ii) Maintaining

records in a manner to

facilitate quick retrieval

of records, precedents,

etc.

As and when

situation arises

Unskilled workers (three in

number and Data Entry

Operators for a month

subject to concurrence by

IFD)

As per our

Departmental retention

schedule & if required

in consultations with

NAI.


(a) Regular recording and weeding out of files

Special drive

twice in a year

DEOs and Daily wages

would be appointed as a

temporary measure

Frequency

(b) Classification and retention of files as per the manual of office procedure.

Regular

exercise to be

reviewed in a

year

- Do -

(c) Maintaining and storing of files in proper order in the storage space Compactors

To be reviewed

once in a year

Daily-wagers and DEOs Records availability &

retrieval hassle free.

(d) Preservation and easy retrieval of important policy files through digitalization / Electronic form

Third year

2013-14

outsourcing Completion of

digitalization

(e) Indexing of files to As and when Outsourcing and in -house Retrieval of files in

11

S.

No

Basic Strategy of

Department


strategy (identify



Tracking and

measurement

mechanism (critical

review of success

indicators)

facilitate easy and quick retrieval

the occasion

demands it

efficient manner.

(iii) Strengthen the

desks appropriately to

ensure continuity.

Review the manpower

resources as and when the

requirement is felt


(a) Efforts to provide some secretarial help to the desks to provide relief to USs to enable them to concentrate on core functions.

2010-11 and

2011-12

Internal reallocation of

secretariat staff from the

existing strength. If above

not found feasible, to ask

for additional staff either

through sanction or

through outsourcing

Smooth working of desk

and would ensure some

continuity.

(b) The Secretarial help in the form of SOs/Assistants to provide a link between out-going and in-coming USs in the eventuality of transfer/retirement.

2010-11 - Do - Do -

(c) If secretarial help not possible from within the available resources; efforts will be made to requisition more such staff.

2011-12 and

2012-13

Requirement of additional

manpower for desks

-Do-

(iv) Capacity

building of officers

posted

in DOP&PW and the

officials of

Ministries/Departments

handling the pension

etc. related matters.


(a) The officials posted

in the Department of

Pension & Pensioners’

Welfare to be sent on

training to training

institutes to familiarize

and update them with the

rules on retirement

ISTM or some

other institute

once in a year

Manpower requirement is

‘nil’.

Financial requirement

would be there.

Whether the knowledge,

skill and attitude

components of the

officers is in keeping

with the requirement of

the policy making in the

department.

-assessment by senior

12

S.

No

Basic Strategy of

Department


strategy (identify



Tracking and

measurement

mechanism (critical

review of success

indicators) benefits including

exposure of officers to

other pension regimes.

officers and feedback

from stakeholders.

(b) ISTM to be asked to

organize at least four

training programmes on

pensionary rules for the

benefit of


/Central Autonomous

Bodies.

No manpower requirement How many training

programmes arranged

or attended.

(c) The officers of the Department of Pensioners’ Welfare to be deputed to ISTM for delivering lectures/talks on retirement benefits.

No manpower and financial

requirement

B.

Simplification of Rules

by suitable amendment

/issue of instructions,

wherever necessary and

continual interaction

with Ministries/

Department for

effective

implementation of

rules.


(a) Identification of provisions in CCS(Pension) Rules, 1972, CPF Rules, GPF Rules, CCS(Commutation of Pension Rules, CCS (Extraordinary) Pension Rules which create confusion in interpretation; amendment of such rules by issue of necessary notification/instructions.

As and when

necessary

In-house How many rules

changed/notification

issued

(b) Identification of OMs/instructions

Once or till all

the OMs/

In- house On the basis of the

online feedback form

13

S.

No

Basic Strategy of

Department


strategy (identify



Tracking and

measurement

mechanism (critical

review of success

indicators)

issued which have the effect of amendment of rules but rules not amended; issue of notification thereof.

instructions

which have the

effect of

amendment of

rules have

been notified

(c) Amendment of such rules by issue of necessary Notifications or issue of necessary clarifications for the purpose, if considered necessary.

- Do - In-house On the basis of the

online feedback form

(i) (i) Further simplification of pension and other retirement related benefit rules and procedures.

To be

attempted once

till

simplification

of rules and

procedures are

completed

If required Timely issue of relevant

notification if indicated

by Pensioner/Deptt.

(j) (ii)Ministries/ Departments to examine the pension related matters themselves as per the provisions of CCS(Pension) Rules, 1972 and refer only cases to the D/P & PW where there is doubt on interpretations or some relaxation is involved.

Instructions to

be issued once

in a year

regarding the

level of

reference to

the

Department of

Pension and

Pensioners

Welfare

Issue of instructions

(k) Activities/Action Plan

(l) (a)Ministries/ Departments to be asked once in a year to apprise them to adhere to the instructions that they have to interpret and implement the rules themselves and refer the D/P&PW only those issues where they have doubt in interpretation;

Once in a year Issue of such

instructions

14

S.

No

Basic Strategy of

Department


strategy (identify



Tracking and

measurement

mechanism (critical

review of success

indicators)

or relaxation of rules is required.

(m) (b) Any reference to Department of Pension & Pensioners’ Welfare should be only with the approval of an officer not below the level of Joint Secretary.

Instructions to

be issued once

in a year

- Do -

(n) (iv) Instructions to Ministries etc. to adhere to the pension road map as in Pensioners’ Portal.

Issue of instruction to

Ministries to adhere to

the pension road map

as in the pensioners’

portal

(o) Activities/Action Plan

(p) (a)Ministries/ Departments to be asked to adhere to pension roadmap on regular basis i.e.at least once in a year.

Once in a year Issue of instructions to


(q) (b) Cases of non-compliance of the road map which come to the notice of the D/P&PW to be brought to the notice of Secretary of concerned Ministries/Departments for corrective action and to fix responsibility.

As and when

non-

compliance is

brought to the

notice. Letter

from Secretary

(Administrative

Ministry) for

Banks – MoF

(DOE) Banks

should be

penalized for

administrative

delays in any

serious case

coming to

notice of non-

compliance.

In-house Issue of such letters at

the level of Secretary

C.

(r) Improving institutional memory; create awareness amongst the pensioners regarding their rights/entitlements and interactions with pensioners Associations.

On-going

process

In-house with technical

help from NIC

Frequency and quality

of interaction with

pensioners association

15

S.

No

Basic Strategy of

Department


strategy (identify



Tracking and

measurement

mechanism (critical

review of success

indicators)

(s) (i) Constant updating of information on DOP&PW’s website.

On-going

process - Do - Feedback from

stakeholders

(t) (ii) Updating “Pensioners Portal”

(u) (iii)Brochure on “Retirement benefits to Central Government Pensioner” to be brought out at regular intervals.

(v) (w)

(x) (iv) Compendium of instructions on retirement benefits to be circulated to

(y) Ministries to keep them abreast with the latest circulars.

- Do -

Once in a year

if required ,

otherwise once

in two years

In- house Issue of brochure

Once in a year In- house Issue of compendium

(z) (v) Meeting of Staff of JCM (National Council) on pensionary matters.

Twice in a year In- house The number of meetings

(aa) (vi) Meeting of SCOVA for feedback and to ascertain Pensioners problems.

Twice in a year In house The number of meetings

D. (bb) Redressal of Pensioners grievances

(cc) (i) Regular monitoring of pending

(dd) grievances of the Pensioners’ through a system of periodical review of Grievances with the Ministries and Banks.

Review 4-5

times in a year

Financial requirement for

conducting the review

Pending level of

grievance with


- feedback

(ee) (ii) Leveraging enhanced technology inputs in grievances redressal mechanism.

On regular

basis

In- house Enhanced output in

redressal of grievances

16

S.

No

Basic Strategy of

Department


strategy (identify



Tracking and

measurement

mechanism (critical

review of success

indicators)

(ff) (iii) Organization of 2 workshops/ trainings for user Ministries/Departments keeping them aware of the features of the Software

Financial requirements Conduct of

workshop/training

programmes - feedback

(gg) (iv) Introducing a system of online Feedback form

2011-12 In- house Feedback on on-line

feedback form

(hh) (v) Active involvement of Pensioners’ Associations getting grant-in-aid from the Department. Extension to areas and activities not covered now.

(ii)

On regular

basis

As per 12th

Plan timelines

In- house

As per the Plan Scheme

No. of grievances being

registered by them and

the resolution thereof

locally.

As per the utilization

given by the Pensioners

Association.

(jj) (vi) Providing status online of the PPOs

End of the 5

year period

By Deptt. of Defence and

Railways

Completion of the task

Conclusion

The contours of the strategic plan outlined above are to enable the department of

pension and pensioners welfare to address the issues arising from implementing a modern,

user friendly civil service pension system. Given the magnitude of the challenge, it is

imperative that, the activities and schemes specified in the document are implemented

effectively to address the concerns and challenges of managing this huge pension scheme for

the next 50 to 60 years. Stakeholder linkages, IT-enabled systems and above all the human

resource framework need to be seamlessly weaved in to make the system work efficiently,

and provide a dignified pension system to the Civil Servants.

ministry of personnel, p.g. and pensions …1 final ministry of personnel, p.g. and pensions...

Documents